Customer Service Lead

ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding.  Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, and Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued.  The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations
At Goodwill, safety is everyone’s job.  Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe.  Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS

Position Expectations  
The Customer Service Lead assists the Store Management Team in the overall operations of the cash wrap to lead by example and to assist sales associates in maximizing sales, presentation and provide the utmost exceptional customer service.  

Responsibilities 

• Performs customer service with friendliness, energy, and enthusiasm while ensuring the quality of customer service is presented and provided by Customer Service Lead in a timely and courteous manner to all customers, donors, and other employees.   
• Performs bill checks, voids, price checks & price tag reprints, cash drops, drawer counts & reconciliation, bag checks.  
• Handles customer store credits per cash/credit policies and procedures.   
• Adheres to VIP sign-ups – Customer Service Lead to approve, signup within Goodwill’s VIP policies and procedures.  
• Enforces the sales promotion(s) of the day, upcoming sales, daily deal’s sales structure.   
• Trains sales associates within their store while leading by positive example. 
• Coaches and reminds team members of greeting each customer and announcements of daily, weekly and all upcoming sales structures   
• Communicates energetically to the customers (e.g., “Make sure you come back tomorrow for our Dollar Day” or “Don’t forget our Red Tag Sale this Saturday!”)  
• Maintains cleanliness and organization of sales floor and cash wrap area using a daily Opening Checklist and weekly Floor Work Logs.   
• Collects all found money and donated jewelry daily. Found Money must be handed in to the manager with the name of the employee and an email along with paperwork needs to be emailed within the same day. The jewelry is sent back to e-collectibles.   
• Demonstrates excellent customer service skills. Address customer concerns in a respectful way by listening to the concern and using conflict management skills to diffuse the situation if necessary. Notifies the Store Manager of all customer concerns. 

Environmental Factors 
Duties will be conducted at the retail store, warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust, animal hair and sometimes humidity.

Physical Factors

• Able to lift, carry, push, and pull a minimum of 50 pounds.
• Prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.

Education, Experience, and Requirements

• High school/ GED completion preferred.
• Minimum of a year retail and cash handling experience.
• Proven reliability in meeting attendance expectations.
• Must be able to continuously perform repetitive work, at a set pace. 
• Must possess strong interpersonal skills with excellent communication skills.  
• Bilingual a plus.  
• Exhibits a high level of integrity and business ethics.  
• Exhibits a high level of adaptability and flexibility.   

Salary : $13